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British Council
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Exams Services Support

Exams Services Support

British Council

0 - 3 years

2 - 5 Lacs

noida new delhi faridabad

Posted:2 hours ago| Platform:

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Skills Required

service delivery service level diversity and inclusion focus legal user support management stakeholder management troubleshooting itil

Work Mode

Work from Office

Job Type

Full Time

Job Description

Assist business users and British Council teams via messaging tools to resolve issues.
Pro vide guidance on effective use of British Council applications to stakeholders and business users.
Troubleshoot basic system and network problems; diagnose and resolve user-specific or software issues.
Follow technical diagrams and documented instructions to resolve support issues.

Sector/Subject Expertise:

Provide super-user support to British Council Backoffice users.
Ensure continuous progress on tasks until resolution or escalation to relevant teams.

Service Delivery

Set up new user accounts and profiles, and address Exams site password-related issues.
Respond to callouts within agreed service level timelines.
Prioritize and manage multiple open cases efficiently.

Service Improvement

Support the roll-out and implementation of new applications.
Manage incidents, service requests, and problem records through the ServiceNow portal.

Relationship and Stakeholder Management

Regularly engage with internal and external support teams to provide updates, monitor performance, and stay informed of system developments and releases.
Develops good working relationships with appropriate colleagues throughout the British Council and in the relevant functional discipline to facilitate the effective provision of high quality and customer-focused services and advise.

Qualifications Graduate

ITIL Foundation certification

Role specific knowledge and experience

Minimum/essential

Ability to guide and coach business users through technical problems through to resolution.
Comfortable working in a fluid and changing environment.
Pro-active approach to problem solving and troubleshooting.
The position is specifically for a fixed night shift schedule.

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